"It is our goal to exceed all your expectations" - Antonello Cocco, General Manager Hotel Laguna
First and foremost, he takes the time needed to develop true and meaningful relationships with his guests. My mom and beau-pere arrived a week prior to my sister and I and had quickly become "best friends" with the GM. By the time we arrived, we were already "celebrities". He greeted me by name, with a warm and welcoming smile and told me how happy he was to have me in the hotel knowing that I was soon to attend the prestigious hotel school, the Hotel ecole de Laussanne.
Throughout the week I watched as he was ever present but always unassuming. He made a point of being in the cocktail area just around 7pm when guests arrived for their pre-dinner drink. He would spend time with each guest, never checking his watch, always engaging, sometimes listening and sometimes dispelling valuable information about happenings at the hotel and surrounding area. More than once he asked us what our plan for dinner was, if we didn't have one, he would say, "Have you tried the sushi restaurant yet, it is excellent, I will make you a reservation, no problem," or "Have you a plan for tomorrow? You must see Tuelleda, it is one of the most beautiful beaches on the island. Stop by the front desk and I will have a map there for you."
During dinner, he would make a point of greeting ALL guests, some with just a gentle "Buona sera" not to interrupt, other times being offered a seat and taking it, would effortlessly make guests feel as though he was a part of their party.
Staying at this hotel for a week has allowed me to spend time observing and talking with Antonello, he is a fascinating hospitality professional and is well suited for his position. He always makes sure to check in on the business of the hotel in the morning, diligently remembering guest check-in and check-outs, reviewing P&L's, and holding manager meetings, but then he allows his managers to run their departments, which in turn ALLOWS him to take the necessary time it takes to become an integral part in every guests experience. He has made our stay overwhelmingly memorable. Thank you Antonello.